Dentist – Week 2

I called the 800 number to make an appointment, the receptionist made an appointment and she said she’d call back when she’d confirmed it with the local office. Two hours later I hadn’t received her call, so I called the 800 number receptionist again, and she said the local office never called her back. While I was on the line, she called the local office, said they had already confirmed me, but no one called her back. Now, how is the customer supposed to know that the appointment was confirmed if the local office calls neither the customer directly nor the 800 number lady so she can call the customer?

I show up again, this time with my husband, sign their sign-in sheet, and begin waiting. This is not a busy place mind you. There’s really no activity going on at all, no one else waiting there, no one in talking to the dentist, nothing. An hour later, after I’ve had my IQ lowered 50 points by daytime television, they call me in to start x-rays. Now there’s a reason I filled out the questionnaire the previous week. It was so someone could look at my medical history, ensure that everything was in order and know how to treat me. The receptionist wasn’t doing anything at the time, she could have glanced at it, seen that it says I’m pregnant, and check for the fax or ask me about it. Or the x-ray technician should look at it to see if there was some reason she shouldn’t x-ray me…like maybe because I was pregnant.

Anyway, they had mentioned something stupid about using two shields for x-raying pregnant women, so I ask the technician about this. She says, “Oh you’re pregnant, we can’t x-ray you!” “I know, that’s why my doctor faxed you a letter saying you could.” “It’s not here. We can’t do anything without that letter.” “What?! Fine.” Then my husband and I stand there while they look through their old faxes looking for the letter. Scott needed x-rays too, so since the technician was just sitting there watching the receptionist look at faxes, I suggested that he get his x-rays done in the mean time.

By this time it’s been nearly 2 hours, and Scott needed to get back to school, so we said forget it, and scheduled new appointments. I drove to the doctor and had them send the fax again and give me a copy to hand carry in. Then I called the local dentist office and confirmed that they received the fax.

Lesson:

I tend to assume people will do their job for the sake of keeping it. Scott says you generally have to push people along and tell them what to do every step of the way. I guess right when we got there I should have said, “Call me to let me know I have an appointment confirmed. Now look at my chart. Is there any issue there that must be resolved? Now, allow my husband to see an x-ray technician, because one is not busy currently. Thank you.”

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